My monitoring systems stop working after I update the firmware.
I attempt to reach Wyze on 12/25/22
No one is working, even to address HOME SECURITY
I speak with Wyze outsourced call center and troubleshoot for 31 minutes. They inform me that the firmware update corrupted the Wyze sense hub and that they would be sending me a new one in the mail
So we’ve established that the fault of my system failure was caused by wyze and not myself.
I receive the replacement wyze sense hub and connect it to my router, to power, and to my wyze app. Upon completing this task i realize that there is no way to connect my sensors to this hub without removing them from the respective locations they were originally placed, with the original adhesive, and be able to have them stick again. I had two phone calls with wyze techs trying to explain this. They did not understand what i was trying to convey. I was continuously put on hold or mute and eventually told that the conversation must be taken to email. I pleaded with them to allow me to talk with someone who can help me resolve this issue today and get the security of my family back in place, but i was told it must be taken to email. I was NEVER EMAILED
REGARDING THE MATTER. One phone call was 26 minutes and the other was 33 minutes both with no resolve.
I called again and asked to speak with someone who could resolve this security
Issue and was on the line for 13 minutes with two holds… and was told again that this needed to be taken to email. I asked her to assure me that this issue would in-fact be taken to email and she stated it would… we’ll see i guess
Wyze, do you seriously have no competent agent that is able to resolve my seemingly simple issues. JUST SEND ME NEW SENSORS!!
Wyze, do you understand the the gravity of being a provider of home security? Did you not think of scenarios of service interruptions and how to solve them?
Wyze, are you ok with your customers being without security for days when they are paying for it?
Wyze, please have someone contact me back immediately who can resolve this issue and secure my family again.